measurement
Brand
Research
Systems
Consult

Measuring the Corporate Genome

Services

I regularly run workshops around designing, refining and understanding measures.  Through these, I meet   organisations which  encompass the whole spectrum;  ranging from those which are strongly values led, they tend to drive a positive culture,  to organisations that are more scattered, trying to meet numerous targets, often with variable success. These differences demonstrate how vital it is that an organisation’s measures are right.

There are two clear equations at play when aligning measures and culture, but it doesn’t matter where an organisation starts from; it’s still straightforward to get to the best end result. Continue reading

Trust and Confidence, the Rest is all Detail

Services

When we thought customer satisfaction or net promoter (likelihood to recommend) were the most important scores, life was simple, and often this was all that is asked.  However, we have found that neither of these measures actually drives better service or greater profit or efficiency.  We know it is trust and confidence which do, so how do we measure these?

Continue reading

What would be on your Culture Dashboard?

Services

A culture dashboard is a trendy name for something any organisation, that is keen to understand the effect their behaviour has on their people and users, should think about implementing. It is straightforward to do and will give insights, which will enable the leadership team to understand why things happen rather than just that they “have”.

I think there are just three things to measure for a culture dashboard.  They are:  Trust, Joy and Resilience, here is why. Continue reading

Making Conversation Work

Services

At Halo we specialise in why people do what they do, which means that for the last twenty five years I have studied the effect on people of hundreds of different scenarios, communication methods and services of every description.  Conversations drive how people feel and therefore what they do and I have seen how four different emotions in conversation affects behaviours.  These four emotions operate in a hierarchy starting with, empathy.  In each example the speaker is the person with the “issue” and the listener the person receiving the “issue”.

Continue reading

Satisfaction, does it really matter?

Services

Twelve years ago this year, I hung up my customer satisfaction boots and set out to find out the answer to what actually made a difference for customers. I wanted to see if I could find something which would help businesses make better profits and for those not in the profit sector, operate more efficiently.

Continue reading